Find another store. Ordered online and waited a couple hours for a notification that my one can of paint was ready. Never got a notification, which is unusual. Decided to go to the store and wait for it. There was one customer in the store and 3 people working. Asst mgr told me he hadn't seen the order but would mix the paint right away. Everything was fine but as I was leaving I checked the label for the color and it was wrong. I went back to the desk and said I hoped I hadn't made a mistake when I ordered and pulled up the email. I showed the asst mgr my order, which was not for the color he mixed. He then told me he had no way of knowing what color I ordered online. That makes no sense and I have always ordered online-- sometimes very large orders. He also told me that the gallon he incorrectly mixed was the last one in stock. I asked if there was a substitute as I needed the paint that day and he told me there was a product that was less expensive and "a step down" from what I ordered. I told him to go ahead. While I was waiting for the paint to shake, he asked me if I still wanted the can of paint he previously mixed "since I paid for it."
I told him he needed to refund the cost of that paint and charge me for the new one, which would mean a credit back to me. He then told me the paint was already mixed and therefore "not returnable". It is crazy to say that a paint that I didn't order and that was mixed up in error would be charged to me and "not returnable." I told him that wasn't how that worked and that he needed to refund the difference in the paint. He told me I'd need to come back to the store on Monday to see the mgr and ask for the refund. I told the asst mgr that was not acceptable and that he needed to return the original paint. He called me "dear" and told me he could not refund the paint. He showed me the receipt from the store to "prove" the order was for the other color and said he mixed the right color (but how could he have since he had no way to know what color I ordered online?). He then told me I needed to prove I ordered it from the Waldorf store, which I did. He said he still could not swap out the order for the new paint but that he could return the paint and charge me for the new can, which is what I had been asking for for about 30 min. During this exchange he turned to a man who I assume was a trainee and said, "This is the kind of stuff you're going to have to deal with." When processing the refund he asked if I had my credit card. I asked him if he needed to see it and he said "obviously." I asked him to stop calling me "dear" as it was condescending and he continued to do so anyway, telling the trainee, "See? I'm calling her 'dear' as a sign of respect and she's insulted by it."
I was in the store for probably 40 min before he finally processed my refund. He handed me the new paint and said, "have a blessed day, dear" as I was leaving. The entire exchange was ridiculous. To suggest the customer is responsible for a color that was mixed in error is ignorant at best and dishonest at worst.
I have used Sherwin Williams for years, including placing orders at this store. I have never experienced such terrible treatment. The asst manager was sarcastic and obnoxious. I will not be back (I'm sure he'll be happy to hear that). read more
